Guest Experience Liaison

4 days ago

Sandton, South Africa Wilderness Full time

**PRIMARY PURPOSE**

To provide emergency after-hour assistance outside office trading hours, over weekends and public holidays. To assist with any last-minute changes and amendments to bookings and to ensure these are resolved timeously and that all the relevant parties are kept informed throughout the guest journey.
- This position can be based in either Johannesburg or Cape Town.

**Detailed Responsibilities**
- Handle all emergency calls received after hours, over weekends, and public holidays during a guest stay.
- Assist with Guest Experience Liaison services and messaging guest/agents with any during travel request.
- Be the point of contact for all emergency services for any voluntary or Involuntary changes within a guest journey.
- Assistance to Wilderness24 for guests who have medical conditions, illness, or injuries.
- Contact suppliers in writing to secure or cancel relevant services per requirements.
- Inform guests of any costs incurred for itinerary changes and that they are to settle direct for these additional services.

**CANDIDATE PROFILE**

**Qualification**:

- Matric certificate - with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism

**Experience**:

- 3-5 years of experience at a senior level in Reservations.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Proven English literacy - written and verbal.
- Working knowledge of Tourplan, Wilderness Window or similar booking /operating system.
- General product knowledge on Southern and East Africa.
- Personal and work travel experience in Southern and East Africa.

**Skills**:

- Excellent communication skills both written and oral, in English.
- Foreign language skills advantageous
- Excellent telephone skills, professional, helpful, and friendly whilst under pressure.

**Personal Abilities**:

- Works well under pressure, especially in crisis situations, whilst remaining calm and still delivering superior service.
- Team worker with the ability to interface with various departments.

**Interests**:
A passion for wildlife and a commitment to sustainability and conservation.

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